The following are responsibilities that Genesys Technical
Support expects of our customers. To ensure that your problem
or question is resolved as promptly as possible, please
be sure you have met these responsibilities before you contact
Tech Support.
- You must have a signed Genesys Support Contract, or
be an approved Pilot site.
- You must be a Designated Contact (see details on Designated Contact
requirements).
- You must have a complete technical understanding of
your own call center infrastructure.
- You must clearly understand what Genesys products
and what versions you are using.
- You must be adequately trained to use Genesys
products.
- You should thoroughly review all product
documentation before you contact Tech Support for assistance.
- You must be able to provide an accurate description of
the problem and its business impact.
- You must be able to transfer information (e.g. log files,
configuration files, core file, Dr. Watson file, etc.)
electronically, to help us analyze your problem.
- You must be willing to work with the Support Engineer
to resolve your questions.
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